Sync Salesforce Cases with Hubspot: Complete How-To Guide

Connecting Salesforce Service Cloud with Hubspot lets your support and sales teams stay aligned by syncing customer cases into a single, shared view. This guide walks you step by step through enabling the sync, choosing which records to include, mapping fields, and understanding how updates behave between the two systems.

Before you begin, review your current Salesforce setup, permissions, and any existing integrations so your Hubspot and Salesforce data can stay clean and consistent.

Requirements for Salesforce Case Sync with Hubspot

To sync Salesforce cases into your Hubspot account, make sure the following requirements are in place:

• Access to Salesforce Service Cloud with the Cases object enabled.
• Admin-level permissions in Salesforce to manage objects and fields.
• Admin-level access in your Hubspot account to configure integrations.
• The Salesforce integration installed and connected to Hubspot.
• Object sync enabled in the integration settings for cases.

If your Salesforce team uses custom fields or record types on cases, take note of them now so you can map them properly into Hubspot later in the process.

How to Enable Salesforce Case Sync in Hubspot

Once your Salesforce integration is connected, follow these steps to turn on case syncing to Hubspot.

Step 1: Open the Salesforce Integration Settings in Hubspot

1. Log in to your Hubspot account with an administrator user.
2. Click the settings icon in the main navigation.
3. In the left sidebar, go to the integrations or connected apps area.
4. Select the Salesforce integration to open its configuration screen.

From here, you can manage which Salesforce objects should sync to Hubspot, including the cases object.

Step 2: Turn On Case Object Sync in Hubspot

1. In the integration settings, locate the object sync or data sync tab.
2. Find the section for Salesforce Cases (often listed under Service Cloud objects).
3. Enable the toggle to sync cases between Salesforce and Hubspot.
4. Choose the direction of sync, for example bidirectional or Salesforce-to-Hubspot only, depending on your data governance needs.

At this point, Hubspot is ready to start receiving case data. Next, you will define more detailed rules to control which records should sync and how fields are mapped.

Configure Which Salesforce Cases Sync to Hubspot

Not every case in Salesforce needs to appear in Hubspot. You can control which cases sync by narrowing the criteria on the cases object.

Set Inclusion Rules for Cases

Within the Salesforce object sync section in Hubspot, you can often:

• Filter by case status (for example, only open cases).
• Filter by case type or origin.
• Filter by owner or team if needed.
• Exclude internal or system-generated cases.

Use these filters carefully so your Hubspot database remains focused on the cases that matter to sales, marketing, and customer success.

Decide on Historical vs New Cases

When you first enable sync, you can usually choose whether to sync:

• All existing Salesforce cases that match your filters.
• Only new cases created after the integration is enabled.

Syncing all historical data will give Hubspot users a fuller view of support history, but may increase initial sync time and storage usage. Align with your Salesforce administrators before making this choice.

Map Salesforce Case Fields to Hubspot Properties

Field mapping defines how each Salesforce case field translates into a property in Hubspot. This ensures that status, priority, and other support details appear correctly.

Review Default Field Mappings

Hubspot typically provides default mappings for standard Salesforce case fields such as:

• Case Number
• Subject
• Description
• Status
• Priority
• Created Date
• Last Modified Date

Check each default mapping to confirm it meets your business requirements. If necessary, adjust the sync direction for sensitive fields so updates only flow in the intended direction.

Add Custom Case Field Mappings in Hubspot

1. In the Salesforce integration settings inside Hubspot, open the field mapping section for cases.
2. Click the option to add a new mapping.
3. Select the Salesforce custom field you want to sync.
4. Choose or create the corresponding property in Hubspot.
5. Set the sync rule (for example, prefer Salesforce, two-way sync, or Hubspot overwrites Salesforce).

Repeat these steps for each important custom field to make sure your support teams see full context in both systems.

Understand How Case Updates Sync Between Salesforce and Hubspot

Once case syncing is live, updates in either system can affect the other, depending on your sync rules. Planning this behavior helps you avoid conflicts and data loss.

Case Creation and Ownership

• New cases created in Salesforce that meet your criteria are automatically created in Hubspot.
• If you allow bidirectional sync, cases created in Hubspot may be created as records in Salesforce.
• Case ownership may map to specific users or teams in Hubspot based on your integration configuration.

Clarify with support and sales teams which system should be considered the primary for case creation to keep workflows streamlined.

Case Status, Priority, and Resolution Syncing

Key lifecycle fields often include:

• Status (for example, New, In Progress, Closed)
• Priority (for example, Low, Medium, High)
• Resolution or close reason

In Hubspot, you can configure sync behavior so that status changes in Salesforce update the record automatically, giving sales and marketing real-time visibility into support progress. If you allow updates from Hubspot back to Salesforce, set clear rules about who is responsible for closing or reassigning cases.

Use Hubspot Workflows with Synced Salesforce Cases

Once cases appear in your CRM, you can leverage automation inside Hubspot to drive coordinated follow-up and reporting.

Example Automations Based on Cases in Hubspot

• Notify an account manager when a high-priority case is opened.
• Trigger customer feedback surveys after a case is closed.
• Enroll contacts in nurture sequences when they experience repeated issues.
• Create tasks for sales reps when a key account opens a support ticket.

By combining Salesforce case data and Hubspot workflows, you can proactively manage customer relationships across support and sales.

Troubleshooting Salesforce–Hubspot Case Sync Issues

If cases are not syncing as expected, use a structured troubleshooting approach to find and fix the problem quickly.

Check Integration Health

• Confirm the Salesforce–Hubspot connection is active and authenticated.
• Verify that case object sync is still enabled.
• Review recent sync logs for warnings or errors.

Temporary authentication errors or API limits can interrupt sync; resolving them usually restores normal operation.

Validate Filters and Field Mappings

• Make sure the case record meets all sync filters defined in Hubspot.
• Check that required fields exist and are not blocked by validation rules in Salesforce.
• Review field mappings to ensure no critical fields were removed or changed.

If you need advanced help designing or debugging your integration strategy, consider working with a specialist partner such as Consultevo, which focuses on CRM and automation architecture.

Learn More About Salesforce–Hubspot Case Sync

For exact configuration steps, screenshots, and object-specific details on syncing Salesforce cases with Hubspot, refer to the official documentation here: Salesforce cases to Hubspot sync guide. Reviewing the documentation alongside this overview will help you validate your settings and make the most of your Salesforce and Hubspot integration.

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